Broadband keeps dropping

[RKPK]

Hi,

Our broadband keeps dropping appx once every hour. I called customer service and stayed with them on the phone for 35 mins till the call dropped as the WiFi had stopped working! No called me back since. This started after they installed the new SkyQ box with a router. Afraid of calling them back as each time it takes 3-45 minutes.

[Highlinder]

@RKPKCould you please run a broadband test, this can be done via the Sky app on mobile data or use the link below.

https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic 

If an external fault is found it should let you book an engineer.

[cookiemonsteruk]

@RKPK 

Can you post your router stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

And run tests from your my sky app broadband/talk section and post the "more about your connection" info

[RKPK]

Hi, Thanks. I did run the test several times and so did the person from Sky customer services. It shows as fine. Today I have hooked the old router back (which is the same model) to see if it makes a difference. One never knows. 

[RKPK]

Hi, I just switched to the old router (same model) to see if it matters. Will put the new one back on if the problem persists. Then I'll post the router stats. Many thanks.

[Highlinder]

@RKPK  Would be handy also if it does go back down which lights are going out and what is happening with the router. Either it is power cycling or the internet light is just going out and flashing amber.

Let us know if any of these are happening.

[RKPK]

Many thanks!

[RKPK]

Thanks, I will. The only problem is that I am all day in the office and the router is downstairs. I'll keep this in mind though. Thanks again.

[RKPK]

Hi, the middle light does not turn amber. Today I've been kicked out of meetings several times. Very frustrating.

[Highlinder]

@RKPK  I take it you are on Wi-Fi in your office?

[RKPK]

Yes, I am...

[Highlinder]

@RKPK  Does the Wi-Fi drop in any other rooms throughout the house? I also take it that you don't have broadband boost as part of your broadband package?

[RKPK]

It drops on mobile phones too... generally across devices and locations... note, this is a recent phenomenon. Started around the time we got Sky Q box installed.. Thanks